Conn Ops Analyst II

Connectivity Ops Analyst II Look for more than answers. Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It’s about providing clarity and hope.You will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.At Quest, we are on a continuous journey of discovery and development. It’s this attitude that has made us an industry leader and the #1 Diagnostic Lab in the US. For those joining us, we offer exciting and fast moving career opportunities where you can affect change at a rate unheard of in many organizations of our size and scope. While we invest in and develop technology to drive our innovations, our ongoing success relies on our people.Basic Purpose: The Regional Help Desk analyst will provide first level technical support for Quest Diagnostics external and internal client connectivity software and hardware products.The Help Desk analyst will diagnose and resolve complex problems via remote means, which may involve hardware, packaged software, peripheral equipment, and proprietary software. Recognize problems outside the RHD environment and escalate to the Functional Support Groups, including RHD Sr Analysts. Enter all data on calls handled in Service Manager and provide “follow-up” to ensure calls are resolved and closed promptly. The Help Desk analyst will retain “ownership” of the ticket until resolution is confirmed. The analyst is accountable for meeting Individual and team Key Performing Indicators as well as handling high-severity issues within established timeframes.Responsibilities/AccountabilitiesDiagnose and resolve problems related to the use of Quest Diagnostics hardware, software, peripheral devices, communication packages, host and LAN/WAN connectivity or other problems.Understand and comply with security and support policies and procedures.Recognize problems and alert appropriate escalation points as needed. (RHD Sr staff or other FSG’s as required)Uses appropriate tools to log, track, escalate, resolve and close calls and Incidents received by the help desk.Follow up on all reported problems, ensuring complete customer satisfaction.Working relationships:* Perform in a professional manner in all dealings with other team members and customers.* Set an example for personal leadership.* Communicate effectively and accurately at all levels.* Interface directly with managers and analysts from other functional support groups when dealing with the escalation of issues or Incidents.* Seek and accept new responsibilities. Utilize the Helpdesk Kaizen process to identify areas for process improvements. Make recommendations to management using this process.Utilize the Helpdesk Kaizen process to identify areas for process improvements. Make recommendations to management using this process.Show leadership ability by consistently looking for and recommending changes that will improve morale and users’ help desk experience.Comply with and proactively contribute to the improvement of all established processes and procedures to ensure regular adherence to Service Level Agreements and Service Level ObjectivesProvide excellent customer service to callers by: * Interacting directly with customers according to Help Desk standard operating procedures * Using verbiage that is easily understood by non-technical customers. * Responding to Incidents in accordance with Service level agreements and service level objectives. * Communicating with the Incident-owning FSG’s regularly according to proceduresProvide superior technical support to callers by: * Troubleshooting and utilizing appropriate questions to pinpoint issues using all procedural and technical tools provided by Quest Diagnostics. * Escalating issues to the appropriate FSG’s or RHD Sr Analysts in a timely fashion to ensure SLAs and SLOs are metBe accountable for performance standards including Key Performance Indicators (KPIs) and performance goals set by the Help Desk Management team.Actively participate in the continuous improvement of the Regional Help Desk by suggesting process, training, or technology improvements.Keep up to date with new technical processes identified and provided for job responsibilities.Classify all technical issues appropriately into the ticketing / call tracking software to assist with Root Cause Analysis.Comply with Quest Diagnostics’ mission and standardsAccept changes in the organization, including additional job responsibilities when appropriate.Qualifications / EducationStrong background in use of Help Desk tools, processes, procedures, and environment, including call tracking software (Service Manager)Excellent analytical, problem-solving, customer service and communication (written and verbal) skills.2-3 years of strong customer service and technical support experienceProven ability to write clear and concise problem descriptionsStrong technical understanding of products supported by Quest Diagnostics and MedPlusKnowledge of Help Desk Best Practices and attainment of certification from appropriate Help Desk InstitutesKnowledge Management experienceDegree (AA / BS / BA) in computer related field. (Desired)Demonstrated knowledge of PC operating systems, networking architecture, hardware and peripheral device configurations and connectivity methods.Basic knowledge of Internet browsers, remote access / communication packages.Ability to identify basic components of data and voice networks.Ability to use the core products in the MS Office Suite.Strong ability to work through complex problems and provide efficient and effective solutions.Proven ability to deliver a high level of quality customer service.Other RequirementsWorking knowledge of Help Desk software tools including Remote Access tools, Problem Management software, ACD, and reporting tools.Understanding of various distributed platforms (e.g., NT, VAX, UNIX, etc), networking / telecommunications protocols, INTRANET/INTERNET WEB, WAN, LAN, MAN. Supervising and Coaching SkillsBasic leadership, people management and client liaison skillsIn-depth knowledge and understanding of Quest Diagnostics standard suite of products and software.Special requirementsWillingness to participate in holiday and illness coverage, when necessary, on a rotating basisOn-Call / Pager coverage as neededFlexible work hours and/or shift coverageSaturday CoverageProducts SupportedCare360 LO&RAll Hardware and peripherals (Quest Diagnostics and Client owned)All application support of the productConnectivity support for Quest Provided BroadbandAutoReceive/Lightning application support - Print / HL7First level Bridge SupportCare360 eMaxxAll Hardware and peripherals (Quest Diagnostics and Client owned)All application support of the productConnectivity support for Quest Provided BroadbandAuto receive application support - Print / HL7 / PDFEnd User session for eMaxx usersFirst level Bridge SupportCare360 Physician PortalAll Hardware and peripherals (Quest Diagnostics and Client owned)All application support of the productConnectivity support for Quest Provided BroadbandAuto receive application support - Print / HL7 / PDFFirst level Bridge SupportCPU Interface (1st level support +)Check for demographic errors and requeueCheck for connect failures (VPN & other) and escalate*Impact*Hub*CorhubTeleprinter supportteleprinter / telecom connection supportReport tracker supportLaser printers / Dot Matrix printersVerify swap process and activate / change as neededLIS Support (Q-Suite – QLS – and non standard LIS systems)QLS (Standard)Modify Client / Autodial / fax / ADG reporting functions for resolving reporting failuresDatabase inquiries (patient / ordering / resulting )Database inquiries (client / order / resulting / UPIN-NPI)Change Order (CPU – HL7)Re-queuing result data to Care360 products / HUB / CPUQ-Suite conversion SupportQuery ToolPassword resetGeneral user support / account modificationsWiki (CSD/RHD)Develop content for RHD WikiUpdate and post information as neededRHD WebsiteDevelop Content for RHD WebUpdate and post information as neededEUS – Client connectivity ProjectsDLink PilotSME for Pilot projectCoordinate documentationTraining module creation / communicationSoftware Firewall Solution (replacing Netopia / DLINK)SME for Pilot projectCoordinate documentationTraining module creation / communicationDesktop SupportSetup / support desktop as needed with RHD specific applicationsProvide peripheral support as needed in a mission critical environment (outside of unisys scope)Patient ConnectivityMyCare360 (USB Drive Support)Google HealthPhysician setup (assistance), supportCare360 LO&R PSCCare360 LO&R IDAA / Single AccessioningZebra / Argox Printer Support / Install drivers for peripheralsPeripheral Support for Scanning / data collectionCash Collection supportEngage vendor as requiredPeripheral Support for Scanning / data collectionAppointment Scheduler supportEngage vendor / NHD as requiredCoordinate new site activation / creation (escalate IM)Password resetsGeneral application supportCitrix environment supportPassword reset assistanceGeneral environment support accessing citrix ServersIntelliquest supportWebMail supportVPN connectivityAventail SSL / VPN (IOP Solution)Cisco VPN Client (PSC Solution)Care360 IP Project (VPN requirement)QSB (Quest standard Broadband – Cisco 871 rollout)FormfoxEscalate to vendor as determinedPeoplesoft access (PSC environment)Concur print support (java)QuestCaresDriver License scanActive Directory (PSC environment)Reset inactive usersMysis EMR connect failures – (PSC environment – Auburn Hills only)Apply TodayJoin us for competitive benefits and development opportunities in a progressive and supportive environment. Help us improve our service, and the experiences of our patients and colleagues. Work with us and together we can be better.Your Quest career. Seek it out.All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity or Citizenship.